Our Certificate in Foundational Veterinary Reception Skills is specifically designed to support the first six months of a veterinary receptionist’s career, making it an invaluable supplement to the onboarding process. This program builds confidence and competence, whether you’re a clinic looking to onboard new team members or someone eager to start a career as a veterinary receptionist. Created by professionals with extensive industry experience, this course provides the foundational knowledge needed for receptionists to thrive.
The course starts with Module 1: Understanding the Veterinary Industry, offering a comprehensive overview of the various types of practices, roles within the clinic, and standard procedures and terminology. This module equips receptionists with the context they need to navigate their role with ease.
In Module 2: Understanding the Client & Patient Journey, participants explore how clinics operate from a client and patient perspective. This module covers everything from client interactions to patient flow, referrals, and essential booking systems. This ensures receptionists have a thorough understanding on the client & patient experience within clinic. As well as how to correctly navigate the schedule and book appointments.
Module 3: Understanding Animal Health provides an introduction to fundamental animal health care, focusing on preventive care, vaccination schedules, nutrition, and other essentials. By understanding these basics, receptionists can better respond to client inquiries and support animal care in the clinic.
The first half of this course ensure your receptionist has the foundational understanding on the way a clinic works, how the client moves throughout the clinic as well as the basics on animal health. The second half of the course builds upon this knowledge, introducing triage, communication and policies.
In Module 4: Effective Triage of Patients, participants develop critical skills for assessing patient needs. This module introduces zoonotic diseases, basic bodily functions, and emergency triage procedures, helping receptionists contribute effectively to the clinical team. The goal is that using their knowledge from Modules 1 through 3, they can understand why we ask the questions we do, what counts as an emergency and how these cases fit in with the appointment types they’ve learnt about.
Module 5: Client & Colleague Communication focuses on building strong interpersonal skills, including communication basics, emotional intelligence, and the basics of customer service. It will discuss handling sensitive conversations such as complaints and bereavement. This module also covers teamwork essentials, empowering receptionists to contribute positively to a supportive work environment.
Lastly, Module 6: Understanding Practice Protocols & Policies introduces the core protocols that keep clinics running smoothly, from HR basics and mental health considerations to financial management and medicine handling. Receptionists gain insight into the operational backbone of a veterinary practice, rounding out their foundational knowledge.
This course is designed to build knowledge progressively, allowing receptionists to apply each module’s learnings as they move forward. With this strong foundation, new and aspiring veterinary receptionists can confidently navigate the demands of the role, providing quality service and supporting clinic operations effectively.